Measure your customer satisfaction

Knowing whether or not you excel is of no use if you don’t know what counts for your customers

In a satisfaction study, measuring only your performance strengths/weaknesses isn’t enough to create an action plan that will take your business to the next level of excellence.

For each of the studies we perform, we calculate the importance of the criteria using “direct” correlation statistical methods.

• We know how to isolate criteria which have a positive or negative impact (two-way analysis – which varies the satisfaction or insatisfaction), by showing you the impact of an improvement or deterioration in the quality of service.
• We then use the statistical crossing of « Importance x Satisfaction » in a way that’s unique to our institute. This method of presenting and interpreting data in our studies changes everything about the way in which you’ll read and understand your performance.

To facilitate the reading of the results and their adoption by your teams, we highlight the information through the help of summary tables (“stained glass windows”) for all items in the analysis. We also calculate a performance index which summarizes the information with more finesse than the classic satisfaction rating and allows you to very quickly pinpoint the groups of clients at risk.